Director, Renewal Strategy & Operations

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Position Summary:

NAVEX is a fast-growing technology company that provides innovative and market-leading governance, risk and compliance Software-as-a-Service (SaaS) solutions. We operate globally and serve more than 13,000 customers - including 75% of Fortune 500 companies. We are seeking a highly motivated and experienced individual to lead our SaaS subscription renewal efforts and drive customer retention and growth.

As the Director of Renewal Strategy & Operations, you will play a critical role in maximizing customer lifetime value and ensuring the long-term success of our business. You will lead a team responsible for managing the end-to-end renewal process, including customer engagement, contract negotiations, and proactive account management. By leveraging your strategic thinking, analytical skills, and customer-centric approach, you will develop and execute renewal strategies that enhance customer satisfaction, optimize revenue, and drive business growth.

• An Inspiring Culture. Invested teammates, belonging groups, and a socially determined culture
• Meaningful Work. Innovative products and solutions with real life impact for people and organizations
• Career Growth. Stellar training and an unwavering commitment to your growth and success
• Life Flexibility. Time to care for yourself, your loved ones, and your community
• Industry Leadership. A highly reputable, fast growing and consistently profitable organization
• Real Rewards. Competitive and transparent pay practices, wellbeing programs and benefits with choice

• Leadership and Strategy:
  
  
  • Develop and implement a comprehensive renewal strategy, aligning it with overall business objectives and revenue targets.
  • Lead and inspire a high-performing team, providing guidance, coaching, and mentorship to ensure individual and collective success.
  • Collaborate cross-functionally with Sales, Customer Success, Legal, and Finance teams to align on renewal goals, identify growth opportunities, and mitigate churn risks.
  • Stay updated on industry trends, competitive landscape, and customer feedback to inform strategic decision-making and refine renewal strategies.

• Renewal Process Management:
  
  
  • Oversee the end-to-end renewal process, ensuring timely and accurate contract renewals, upsells, and expansions.
  • Implement and refine processes and tools to enhance efficiency, accuracy, and scalability of the renewal management function.
  • Develop and maintain strong relationships with key customers, understanding their business needs, and proactively addressing any concerns or challenges.
  • Collaborate with Sales and Customer Success teams to identify and resolve any barriers to renewal, including product adoption, customer satisfaction, or contract-related issues.

• Data Analysis and Reporting:
  
  
  • Define and track key performance indicators (KPIs) to measure the effectiveness of renewal strategies and identify areas for improvement.
  • Conduct in-depth analysis of renewal metrics, trends, and customer behavior to derive insights and propose actionable recommendations.
  • Prepare regular reports and presentations for senior management, highlighting renewal performance, revenue forecasts, and retention rates.

• Customer Success and Relationship Management:
  
  
  • Foster a customer-centric culture within the renewal account management team, ensuring a focus on customer satisfaction and success.
  • Collaborate closely with the Customer Success team to develop and execute proactive engagement plans that drive value for customers and increase renewal rates.
  • Identify and implement initiatives to improve customer onboarding, adoption, and overall satisfaction, working closely with cross-functional teams.

• Bachelor's degree in Finance, Business Administration, or a relevant discipline.
• At least seven (7) years of experience in a leadership role in subscription renewal management or a similar field within the SaaS industry.
• Analytical skills and ability to interpret data, identify trends, and make data-driven decisions.
• Strong negotiation and contract management abilities, with a focus on maximizing revenue and minimizing churn.
• Proven ability to lead and motivate a team, fostering a collaborative and results-oriented work environment.
• Ability to drive cross-functional collaboration, establish credibility, be decisive and articulate issues clearly and concisely
• An inquisitive nature and exceptional attention to detail
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Familiarity with CRM and renewal management tools (e.g., Salesforce, Gainsight) is highly desirable.
• A commitment to do the right things right

• Each team member is required to have a career plan in place and reviewed with their manager after six months with our team.
• The starting pay range for this role is $135,000+ annually and the target variable pay for this role is $30,000. Target variable pay is based on individual achievement factors and is not guaranteed.
• Pay progression is based on performance.